Senior Business Analyst

🕒 September 29

🇨🇴 Colombia – Remote

⏰ Full Time

🟠 Senior

🧐 Business Analyst

👻 Ghost score 25%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 47 days.
• Jobs at this company usually fill in 21 days.
• No salary listed.

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CI&T

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1995

💼 Consulting

🏥 Healthcare

📣 Marketing

💰 $5.5M Venture Round on 2014-04

Consulting • Healthcare • Marketing

CI&T is a global tech transformation specialist focusing on helping organizations navigate their technology journey. With services spanning from application modernization and cloud solutions to AI-driven data analytics and customer experience, CI&T empowers businesses to accelerate their growth and maximize operational efficiency. The company emphasizes digital product design, strategy consulting, and immersive experiences, ensuring a robust support system for enterprises in various industries.

📋 Description

• Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes from initial intake through resolution • Design and optimize case management workflows in Microsoft Dynamics 365 Customer Service, including case lifecycle configuration, routing rules, queue management, and business process flows • Translate business requirements into functional specifications for SLA definitions, entitlements, record creation and update rules, and knowledge base integration • Collaborate with developers, architects, and product owners to ensure Dynamics 365 configurations align with business objectives and compliance standards • Serve as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features • Document business processes, operational manuals, and functional specifications supporting standardization, governance, and continuous improvement of the CRM platform • Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews throughout the project lifecycle

🎯 Requirements

• Fluent communication in English to engage effectively with both clients and business stakeholders at all levels; submit your CV in English • Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, with a strong focus on Case Management configuration and design • Deep understanding of Dynamics 365 Customer Service core components: Cases, Activities, Queues, Routing Rules, Service-Level Agreements (SLAs), Entitlements, Knowledge Articles, and Business Process Flows • Experience eliciting and documenting requirements for CRM implementations, including data models, process flows, and functional specifications • Ability to bridge technical and non-technical stakeholders, translating complex capabilities into clear business language • Experience working with Agile methodologies and contributing to sprint planning, backlog refinement, and iterative delivery cycles • Strong analytical, documentation, and problem-solving skills, with a consultative and proactive mindset • Active use of AI tools such as GitHub Copilot or similar to accelerate day-to-day work; candidates must already be working this way • Experience in digital consulting or enterprise software implementation environments

🏖️ Benefits

• Premium Healthcare • Meal voucher • Maternity and Parental leaves • Mobile services subsidy • Sick pay-Life insurance • CI&T University • Colombian Holidays • Paid Vacations

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